Shure Service Terms and Conditions
Last Updated: September 2024
These Service Terms and Conditions (“Service Terms”) form a legal and binding agreement between you and Shure (as defined below) and will apply to repair requests that are submitted online through a shure.com Service Portal or otherwise accepted by Shure, including any repair, replacement or service that is offered or provided by Shure in connection with such repair request (each a “Service”).
In countries or regions where Shure does not offer or provide Services, repair services may be available through a Shure distributor or other provider that is authorized by Shure to provide such services (“Shure Authorized Service Provider”). Please contact your local Shure distributor for support or visit service.shure.com for more information on how to locate your distributor or a Shure Authorized Service Provider. Repair, replacement, or other support services provided by Shure Authorized Service Providers may be subject to their terms and conditions of the service provider.
1. Repair Requests. Unless otherwise agreed to by Shure, repair requests for Shure Service Centers must be submitted through the Service Portal for your region as shown in the table below. Shure will provide shipping instructions at the time of your repair request. You will be responsible for products or parts that are lost or damaged due to failure to follow shipping instructions, or otherwise occurring before the product is received by Shure. Shure may decline to Service any products that are shipped to Shure without a repair request
| If your Shure Service Center is located in: | “Shure” means: | Service Portal (URL may be updated from time to time) |
| United States (Wheeling, Illinois) | Shure Incorporated | http://www.shure.com/en-US/support/service‐repair |
| Germany (Eppingen) (for requests from Germany, Austria, Netherlands, Belgium, Luxembourg) | Shure Distribution GmbH | http://www.shure.com/de‐DE/support/service |
| United Kingdom (Waltham Abbey) (for requests from UK, Republic of Ireland, Jersey, Guernsey, Isle of Man) | Shure Distribution UK | http://www.shure.com/en‐GB/support/service‐repair |
| Japan | Shure Japan Co., Ltd. | http://www.shure.com/ja-JP/support/service‐repair |
| Hong Kong | Shure Asia Limited | http://www.shure.com/en-ASIA/support/service‐repair |
| Other Country / Region not listed above |
Shure does not provide Services in countries or regions not listed above. Service may be available through an authorized distributor. Please visit www.shure.com/support for more information on how to find a service provider. |
None |
2. Service Fees. For certain products, an initial estimate of fees for Service of the product (“Estimated Repair Cost”) may be provided to you before your repair request is submitted. Actual Service fees may differ from Estimated Repair Cost and will be determined by Shure upon receiving and inspecting products to determine what Service is needed, and whether any Service is covered under an applicable product warranty.
2.1. Warranty Services. If any Services are covered under an applicable product warranty, Shure will perform those Services at no cost to you. Expedited shipping options may be available for additional fees and may vary for each Service Center. If your repair request is submitted within the warranty period with all required warranty information, and Shure determines that services are not covered under the warranty, Shure will contact you and provide an estimate prior to proceeding with any repairs.
2.2. Out of Warranty Services. For any Service not covered under an applicable warranty:
2.2.1. If an Estimated Repair Cost is provided before your repair request is submitted, and Shure determines that actual Service fees will exceed the Estimated Repair Cost, Shure will contact you for approval prior to performing any Services. If Shure determines that Service fees will not exceed Estimated Repair Cost, by submitting the repair request, you authorize Shure to proceed with the Services and charge you for actual Service fees (plus applicable shipping fees and local taxes) without obtaining any further approval from you.
2.2.2. If an Estimated Repair Cost is NOT provided to you with your repair request and Shure determines that the Service fees will not exceed the applicable Pre‐Authorized Fees (as defined below), by submitting the repair request, you authorize Shure to proceed with the Services and charge you for actual Service fees (plus applicable shipping fees and local taxes) without obtaining further approval from you. Actual Service fees (excluding applicable shipping fees and local taxes) may be less than Pre‐Authorized Fees. Shure may charge you for any shipping fees and local taxes that exceed Pre‐Authorized Fees. Shure will contact you for your approval prior to charging you for Service fees that exceed Pre‐Authorized Fees.
2.3. Pre‐Authorized Fees. As used in these Service Terms, “Pre‐Authorized Fees” means the following amounts:
| If your Shure Service Center is: | “Pre‐Authorized Fees” means: |
| United States | 100 USD |
| Germany | 100 EUR |
| United Kingdom, Ireland | 100 GBP |
| Japan | 15000 JPY |
| Hong Kong | 800 HKD |
2.4. For customers of United States Service Center only: For repair requests submitted to the US Service Center, you may have an option to waive an estimate or otherwise indicate that you do not require an estimate, and authorize Shure to proceed with repairs and charge you for actual Service fees without providing an estimate (“Waive Estimate Option”). By selecting the Waive Estimate Option and submitting the repair request, you authorize Shure to proceed with the Services and charge you for actual Service fees (plus applicable shipping fees and local taxes) without obtaining further approval from you.
3. Diagnostic Fee. Shure is entitled to charge you a fee for diagnostics, inspection or evaluation of products or issues that are not covered under an applicable product warranty (“Diagnostic Fee), if Shure inspects your product and determines that (i) your product does not require Service, (ii) your product was not supplied by Shure nor Shure‐branded, (iii) the information provided in the repair request is incomplete, inaccurate, or inconsistent with the products returned, (iv) Service cannot be performed because the product has failed due to accident, abuse, neglect, misuse (including faulty installation, repair, or maintenance by anyone other than Shure or a Shure Authorized Service Provider), unauthorized modification, or other external causes, or (v) you decide not to proceed with Service after receiving estimated fees or for any other reason. You will not be charged for a Diagnostic Fee if you cancel a repair request prior to shipping your product to Shure or if Services are performed under warranty. If you approve the estimate and authorize Shure to proceed with repairs, you will only be charged for actual Service fees and will not be charged for Diagnostic Fees. Acknowledgement of the Diagnostic Fee may be required for each repair request. Applicable Diagnostic Fees are provided in the Diagnostic Fee Table below, and may be updated from time to time.
DIAGNOSTIC FEE TABLE
| US | UK | DE | JP | HK | |
| Product Category (per unit/device) (all fees excluding applicable taxes and shipping fees) | US$ | GPB | EUR | JPY | HKD |
| Wired Microphones: PGA, SM, Beta, MX, VP, WL, Classic, DuraPlex, TwinPlex, Motive | 23 | 20 | 23 | 3000 | 125 |
| Wired Microphones: KSM, MXA | 45 | 40 | 45 | 6000 | 250 |
| Discussion Systems | 90 | 80 | 90 | 12000 | 500 |
| Audio Processing | 90 | 80 | 90 | 12000 | 500 |
| Wireless Microphones | 90 | 80 | 90 | 12000 | 500 |
| Earphones | 23 | 20 | 23 | 6000 | 250 |
| Headphones | 23 | 20 | 23 | 6000 | 250 |
| PSM | 90 | 80 | 90 | 12000 | 500 |
| Accessories | 23 | 20 | 23 | 3000 | 125 |
4. Repair Requests for Multiple Products. If your repair request includes multiple products, an Estimated Repair Cost and Diagnostic Fee will be provided for each product. Your decision to approve or reject an estimate will apply to all products submitted in the same repair request. If you wish to approve the estimate for some but not all products, you must contact Shure to modify your repair request and receive a new estimate.
5. Estimate Approval. After Shure receives and inspects your product, Shure may provide you with a new or updated Estimated Repair Cost, and you may be required to respond with your approval or rejection of the estimate. The estimate will be valid for 10 days. If you accept the estimate, your products will be serviced according to the estimate and promptly returned to you, and you will not be charged for any Diagnostic Fee. If you reject the estimate, Shure will not perform any repair services, your products will be returned “as received” (in the condition in which they were received by Shure) or disposed of by Shure upon your request, and you will only be charged for the Diagnostic Fee for each product as indicated on the estimate, plus any applicable shipping fees and local taxes. If you do not provide a response to Shure within 10 days of receiving the estimate, and unless otherwise agreed to by Shure, your products will be returned to you “as received” or disposed of by Shure upon your request, and Shure may charge you a Diagnostic Fee for each product as indicated on the estimate, plus any applicable shipping fees and local taxes.
5.1. Shipping Fees and Local Taxes. Unless otherwise noted, shipping fees and local taxes are not included in Estimated Repair Cost, Diagnostic Fees, or actual Service fees, and will be calculated at the time of Service. The following estimated shipping fees will apply for each Service Center, and may be updated from time to time:
| If your Shure Service Center is: | Estimated shipping fees per product (excluding any applicable taxes): |
| United States (Wheeling, Illinois) | Standard Shipping: No additional fees Expedited 2‐day Shipping: $10 USD Expedited 1‐day Shipping: $20 USD |
|
Germany (Eppingen) (for requests from Germany, Austria, Netherlands, Belgium, Luxembourg) |
Standard Shipping: No additional fees Expedited Shipping: up to 10€, depending on total cost of repairs |
| United Kingdom (Waltham Abbey) (for requests from UK, Republic of Ireland, Jersey, Guernsey, Isle of Man) | Standard Shipping: £12 Expedited Shipping: £17.50 |
| Japan | Standard Shipping: No additional fees Expedited Shipping: Not available |
| Hong Kong | Standard Shipping: No additional fees Expedited Shipping: Not available |
6. Credit Card Authorization.
6.1. United States: If you provide credit card information your credit card will be processed according to the following terms:
6.1.1. You will not be charged for any Service that is covered under an applicable product warranty, as determined by Shure.
6.1.2. For any Service not covered under an applicable warranty:
(i) If an Estimated Repair Cost is provided before your repair request is submitted, and Shure determines that actual Service fees will exceed the Estimated Repair Cost, Shure will contact you for approval prior to charging your credit card. If Shure determines that Service fees will not exceed Estimated Repair Cost, by providing your credit card information, you authorize Shure to proceed with the Services and charge your credit card for actual Service fees (plus applicable shipping fees and local taxes) without obtaining any further approval from you.
(ii) If an Estimated Repair Cost is NOT provided to you with your repair request and Shure determines that the Service fees will not exceed Pre‐Authorized Fees, by providing your credit card information, you authorize Shure to proceed with the Services and charge your credit card for actual Service fees (plus applicable shipping fees and local taxes) without obtaining further approval from you.
(iii) Actual Service fees may be less than Estimated Repair Cost or Pre‐Authorized Fees. Shure will contact you for your approval prior to charging your credit card for Service fees that exceed the Estimated Repair Cost or Pre‐Authorized Fees. Unless otherwise noted, shipping fees and local taxes are not included in Estimated Repair Costs or Pre‐Authorized Fees and will be calculated at the time of Service. See Section 5 for shipping fees. You authorize Shure to charge your credit card for any shipping fees and local taxes in addition to or in excess of the Estimated Repair Cost or Pre‐Authorized Fees. See Section 2.3 for Pre‐ Authorized Fees. You authorize Shure to charge the applicable Diagnostic Fee as described in Section 3, or as described in an estimate provided to you as described in Section 3 of these Service Terms.
6.1.3. An authorization hold may show up on your credit card statement prior to shipment. If you do not wish to provide credit card information or do not agree to Pre‐Authorized Fees, you may cancel your repair request.
7. Entire Agreement. These Service Terms constitute the entire agreement between you and Shure with respect to the Services, and supersedes and replaces all prior or contemporaneous understandings or agreements, written or oral, regarding such subject matter.
8. Waiver. No failure to exercise, and no delay in exercising, on the part of either party, any right or any power hereunder shall operate as a waiver thereof, nor shall any single or partial exercise of any right or power hereunder preclude further exercise of that or any other right hereunder.
9. LIMITATIONS OF LIABILITY. THE FOLLOWING LIMITATIONS OF LIABILITY SHALL APPLY TO THE MAXIMUM EXTENT PERMITTED BY LAW:
9.1. IN NO EVENT WILL SHURE, ITS AFFILIATES, OR THEIR SUPPLIERS BE LIABLE FOR ANY IN ANY INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, CONSEQUENTIAL OR SIMILAR DAMAGES OR LIABILITIES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF DATA, INFORMATION, REVENUE, PROFITS OR BUSINESS) ARISING OUT OF OR RELATED TO THESE SERVICE TERMS, BREACH OF THESE SERVICE TERMS, THE USE OF OR INABILITY TO USE THE SERVICES, OR OTHERWISE, WHETHER BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, STRICT LIABILITY OR OTHER THEORY, EVEN IF SHURE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
9.2. SHURE’S, ITS AFFILIATES’ AND THEIR SUPPLIERS’ TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE SERVICE TERMS, BREACH OF THESE REPAIR THE USE OF OR INABILITY TO USE THE SERVICES, OR OTHERWISE, WHETHER BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, STRICT LIABILITY OR OTHER THEORY WILL NOT EXCEED THE GREATER OF THE FOLLOWING AMOUNTS: (I) TOTAL FEES ACTUALLY PAID BY YOU FOR THE REPAIR REQUEST; AND (II) TOTAL ESTIMATED REPAIR COSTS FOR YOUR REPAIR REQUEST.
10. Privacy. You agree and understand that it is necessary for Shure to collect, process and use your personal information in order to perform the Services. To view Shure’s comprehensive privacy policy and to learn more about how we process your data and safeguard your privacy rights, please visit: https://www.shure.com/en‐US/legal/privacy
11. Governing Law; Jurisdiction.
11.1. United States: Except to the extent that the applicable laws and regulations of your jurisdiction mandate otherwise, these Service Terms shall be governed by, construed and interpreted under the laws of the State of Illinois, United States of America, without giving effect to any conflicts of laws principles. The parties exclude the application of the United Nations Convention on Contracts for the International Sale of Goods, without implication that such Convention otherwise applies. In the event that any cause of action is not subject to the Arbitration clause under Section 12 below, the exclusive forum for any disputes arising out of or relating to these Service Terms shall be an appropriate federal or state court in Cook County, Illinois and you hereby expressly waive your right to a jury trial and all venue, jurisdiction and choice of law challenges or defenses.
12. Arbitration. With the exception only of disputes related to the enforcement or validity of either your or Shure's intellectual property rights, all disputes, controversies or claims arising out of or relating to these Service Terms, breach of these Service Terms or any Services, Products, services or transactions related to these Service Terms, shall be settled by arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules. The arbitration proceedings will be conducted in
Chicago, Illinois and in the English language by a panel of three arbitrators. The arbitrators shall adopt and apply the provisions of the Federal Rules of Civil Procedure relating to discovery so that each party shall allow and may obtain discovery of any matter not privileged which is relevant to the subject matter involved in the arbitration to the same extent as if such arbitration were a civil action pending in a United States District Court. Judgment upon any arbitration award may be entered and enforced in any court of competent jurisdiction. WITH RESPECT TO DISPUTES SUBJECT TO ARBITRATION PURSUANT TO THIS SECTION 12 BOTH YOU AND SHURE ARE GIVING UP THE RIGHT TO LITIGATE (OR PARTICIPATE IN AS A PARTY OR CLASS MEMBER) THOSE DISPUTES IN COURT BEFORE A JUDGE OR JURY.
13. Severability. If for any reason a court of competent jurisdiction finds any provision or portion of these Service Terms to be invalid or unenforceable, then the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of these Service Terms will continue in full force and effect.
14. Additional Country‐Specific Terms: The terms of this Section 14 shall apply only to the Services offered or provided for each country or region as described in this Section. In case of a direct conflict between the terms of this Section and other provisions of the Service Terms, the terms of this Section shall prevail only with respect to the Services offered or provided in the corresponding country or region as described in this Section.
14.1. Hong Kong
14.1.1. If you choose to return your product to Shure by courier, you must complete and sign the Service Request Form and enclose the completed and signed Service Request Form (including the supporting document) with your return. Shure is responsible for your return only after it arrives in our office. Shure will accept your service request after our review of the Service Request Form and the product returned, and it is confirmed that you have provided complete and accurate information in the Service Request Form and the information provided in the Service Request Form is consistent with the products returned. If the information provided in the Service Request Form is incomplete, inaccurate or inconsistent with the products returned, Shure reserves the right to return the product to you at your costs and at the address provided in the Service Request Form without servicing it, and may hold you responsible for any indicated inspection / service charge. If you fail to provide the address in the Service Request Form, Shure will consider your product abandoned by you and you authorize Shure to dispose the product by whatever method Shure views appropriate in accordance with the applicable laws.
14.1.2. If service is needed due to failure of parts that are not original to the product or due to damage caused by abuse, misuse or any external cause, Shure reserves the right to return the product to you without servicing it, and may hold you responsible for any indicated inspection / service charge. Shure will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Shure or a Shure Authorized Service Provider. If damage results, Shure will seek your authorization for any additional costs for completing service even if the product is covered by Shure’s Limited Warranty. If you decline authorization, Shure may return your product unrepaired in the damaged condition without any responsibility.
14.1.3. For out‐of‐warranty service, should supply of any part which is required for the service has been ceased, or our quotation is not accepted by you, Shure reserves the right to charge an inspection fee and return the product to you without servicing it.
14.1.4. Shure may replace defective products or parts with new or refurbished products or parts. Any defective parts which are removed from the product and replaced with replacement parts by Shure in the course of repairing, if any, shall be the property of Shure. The replacement part will become your property.
14.1.5. Shure warrants that (i) service will be performed in a competent and workmanlike manner and (ii) the parts used to service your product will be free from defects in materials and workmanship for a period of 12 months after the date of the completion of the service. The foregoing warranty is an express limited warranty and in the event of breach, Shure will, at its sole option, either (i) re‐perform the service, (ii) repair or replace the part, or (iii) refund the service provided. THIS WARRANTY SUPERSEDES ALL OTHER WARRANTIES, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. ALL IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY DISCLAIMED TO THE EXTEND PERMITTED UNDER APPLICABLE LAWS AND, TO THE EXTEND NOT PERMITTED, ARE HEREBY LIMITED TO THE DURATION AND TERMS OF THIS WARRANTY.
14.1.6. TO THE MAXIMUM EXTERN PERMITTED BY LAW, SHURE DISCLAIMS ALL LIABILITY FOR INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES.
14.1.7. If you opt to return your product by local courier to the address provided by you in the Service Request Form, the risk of loss and the title to the serviced product will be transfer to you upon Shure’s delivery of the product to the local courier selected by Shure. The local courier may apply surcharge or additional charges to shipment(s) to remote areas and a redirected address, and you shall be responsible for such charges.
14.1.8. If you fail to collect your product within 6 months from the date of the service order, Shure will consider your product abandoned by you and you authorize Shure to return the product to the address provided in the Service Request Form or dispose the product by whatever method Shure views appropriate in accordance with the applicable laws. This receipt will instantly be voided. However, Shure reserves its rights to claim repair fee and other related costs involved.
14.1.9. Shure appreciates that you own and are solely responsible for the final decision of the countries and regions in which the serviced wireless products are used. Shure strongly recommends that you use the wireless products only in the countries / regions which such products are supposed to be operated in. Should you have any questions regarding the legal frequency bands for wireless microphone systems and/or wireless personal monitor systems in your country / region, please contact Shure or the Shure Authorized Distributor in your country / region.